Automations

Create automated workflows by defining triggers, conditions and actions. For example, when a customer record is created (trigger) for a lead located in EMEA (condition), assign them to a particular salesperson (action).

Here’s what we cover in this article:

• Before you begin
• Setting up an automation
  • Trigger
  • Conditions
  • Actions
• Managing automations
  • Enabling and disabling automations
  • Editing automations
  • Setting automation order
  • Deleting automations
• Example automations
  • Merging duplicate customers
  • Lead routing based on territory
  • Creating tasks for scheduled cancellations
  • Sending emails to past-due subscribers
  • Identifying managed customers based on recurring revenue

Before you begin

• Review the details and custom attributes of a customer record.
• Identify or create any custom attributes and tags to use with automations.
• If you want to automate merging customers, decide which properties should match for customers to be considered duplicates.

Setting up an automation

To set up an automation, navigate to Settings & Data > Manage > Automations and click Add Automation.

Enter the Automation name and follow these steps:

Trigger

A trigger is an event that causes your automation to run.

Under Select a trigger, choose the event that will trigger your automation:

• Customer created — When a new customer is imported or created in ChartMogul.
• Customer created or updated — When a customer is created or a specific customer property changes its value.
• Customer classified as duplicate — When a customer is created or updated, and ChartMogul finds a duplicate among existing customers.
• Subscription scheduled to cancel — When a customer schedules a subscription cancellation.

Some triggers require additional configuration.

For Customer created or updated, select one or more properties that will trigger the automation when changed:

• Customer status — Customer status in ChartMogul
• Owner — The primary salesperson responsible for the customer
• Country — The customer’s country
• State — The customer’s state in the US 
• Company name — The name of the customer’s company
• Lead created at — The date and time when the lead was created
• Free trial started at — The date and time when the free trial started
• Website URL — The customer’s website address

For Customer classified as duplicate, configure your definition of a duplicate customer. Use the drop-downs to select properties on the new and existing customer records that must match for the customers to be merged. Choose from:

• Company Name
• Domain (Website URL)
• External ID
• Email
• Primary Contact Email
• Any custom attribute

Enter a value to Set a maximum number of allowed duplicates. If the number of duplicated customers exceeds this limit, ChartMogul won’t run the automation.

By default, this trigger runs when a customer is created. Select Also trigger when an existing customer is updated to look for duplicates whenever a customer is updated.

Conditions

Conditions are criteria that must be met for your automation to perform its actions.

Under Customer meets all these conditions (optional), configure any conditions that need to be met to trigger your actions.

1. Click ADD CONDITION.
2. Select an attribute:
   • Customer status — Customer status in ChartMogul
   • Owner — The primary salesperson responsible for the customer
   • Region — The customer’s region
   • Company name — The name of the customer’s company
   • Lead created at — The date and time when the lead was created
   • Free trial started at — The date and time when the free trial started
   • Website URL — The customer’s website address
   • Source — The source where the customer is stored
   • MRR (current) — The customer’s current Monthly Recurring Revenue (MRR)
   • Subscriber since — The date when the customer started their first subscription
   • Tags — Tags added to the customer
   • Or a custom attribute
3. Select an operator (see the table below).
4. Depending on the attribute type, enter a value or select one or more options from the list.
5. Click ADD.
6. Repeat steps 1–5 to add conditions.

The table below lists operators available for each attribute.

Actions

Actions are the tasks that your automation performs when the trigger occurs and conditions are met.

Under Perform these actions, configure one or more actions to be performed:

1. Click ADD ACTION.
2. Select the action type:
   • Update customer property
   • Merge duplicate customer(s) (available only for the Customer classified as duplicate trigger)
   • Add task
   • Send email
3. Click ADD.
4. Repeat steps 1–3 to add actions.

Click SAVE to create your automation. Then, enable it.

Some actions require additional configuration:

For Update customer property, select Owner, Lead status, Add tags or a custom attribute. Then, enter a value or select one or more options from the list.

For Add task, enter the following:

• Task details — Provide a description of the task.
• Asignee — Either Use the customer’s owner or select another user.
• If customer has no owner — ChartMogul assigns the task to the selected user when the customer has no owner.
• Days until due — Select the number of days to complete the task.
• Due at — Set a time when the task is due.

For Send email:

1. Specify the Sender. The email can be sent from the owner for each customer or a specific user. If sending from the owner, you can choose a Fallback sender when no owner is present.
2. Use the Send email to drop-down to specify the recipients: either the customer’s Primary contact email or All contacts.
3. If sending to All contacts, select the where checkbox to narrow down the recipients:
   • From the drop-down, choose a contact custom attribute.
   • Use the is one of drop-down to choose one or more values.
4. Use the checkboxes to configure additional behavior:
   • If no contacts meet the above criteria, email the customer’s primary contact

   • If there are multiple recipients, send a separate email to each contact

     

5. Compose the email using a template and placeholders as needed.
6. Click ADD to save the action.

Managing automations

Navigate to Settings & Data > Manage > Automations to view all your automations.

Enabling and disabling automations

To enable or disable an automation, choose it from the list and toggle the On/Off switch under Start and stop your automation.

Editing automations

To edit an automation, choose it from the list, adjust its trigger, conditions and actions and click SAVE.

Setting automation order

ChartMogul processes automations in the order they appear on the list, starting from the top. To change the order, click the hamburger icon on an automation and drag it to a new position.

Deleting automations

To delete an automation, choose it from the list and click DELETE THIS AUTOMATION. Confirm by clicking OK.

Example automations

Here are some examples of automated workflows. Write to us to share your ideas for automations.

Merging duplicate customers

To automatically merge duplicate customers when they are created in ChartMogul:

1. Select the Customer classified as duplicate trigger.
2. Configure your definition of a duplicate customer by selecting one or more matching properties:
   • External ID
   • Domain (website URL)
   • Company name
   • A matching pair of properties that you define
3. Configure any additional conditions. For example, to only merge duplicate customers from a particular source, set the following condition:
   • Source — is one of — Select a source
4. Select the Merge duplicate customer(s) action.

Lead routing based on territory

To automatically assign new leads to salespeople based on territory:

1. Select the Customer created or updated trigger.
2. Set the following conditions:
   • Region — is one of — Select one or more regions
3. Set the following action:
   • Update customer property — Owner — Select the salesperson who manages leads in the territory

Creating tasks for scheduled cancellations

To create a task to follow up with a subscriber when they schedule a cancellation:

1. Select the Subscription scheduled to cancel trigger.
2. Select and configure the Add task action:
   • Describe the task, for example, “Win them back.”
   • Assign the task to the owner or another team member.
   • Specify who should perform the task when the subscriber has no owner.
   • Set a deadline.

Sending emails to past-due subscribers

To send an email to every customer who becomes past due:

1. Select the Customer created or updated trigger.
2. Select Customer status as the property whose change will trigger the automation.
3. Set the following condition:
   • Customer status — is one of — Past Due
4. Select and configure the Send email action:
   • Specify the sender: either the customer’s owner or another user.
   • Specify the recipients: the primary contact, all contacts or contacts meeting specific criteria.
   • Compose the email.

Identifying managed customers based on recurring revenue

To automatically tag customers who reach a certain level of MRR:

1. Select the Customer created or updated trigger.
2. Set the following condition:
   • MRR — is more than or equal to — Enter a value
3. Set the following action:
   • Update customer property — Add tags — Select a tag, e.g., managed_customer